Become an inspirational and highly effective leader with Rapport
Our training academy is the major way that we invest in everyone who works for Rapport, by providing them with personal and professional development and many opportunities to gain extra qualifications.
With a specific focus on our supervisors and team leaders in 2016, we launched a bespoke development programme called ‘Lead the Way’. It is designed to develop their skills and includes helpful tools that can be embedded immediately into their management role to enhance their own and their teams’ performance.
Apply what is learnt right away in the workplace
This ’just-in-time’ approach to training and development ensures that all attendees get the most from the experience because they work on ‘real life’ scenarios within the programme. Their performance is continuously evaluated and then they apply what they have learnt during the training in their workplace right away.
Taking the first step on the Lead the Way programme
We want people to become inspirational leaders of the future.
We created this bespoke programme to develop the distinct competencies, skills and behaviours required for leaders within the Rapport business but can be applied in any leadership or management position.
The programme content is perfectly aligned with Rapport’s vision, values and team objectives. Because we know that developing skills that truly engage and inspire teams enhances their performance and ensures that our clients receive the highest standards of service.
Navigating the eleven modules over four months
With eleven modules spread over four months, attendees meet every two weeks to share best practice, discuss challenging scenarios and take part in activities, all aimed at developing team-leading soft skills.
A past graduate of the programme is matched up with each attendee to act as a ‘buddy’ to mentor and challenge their progress. Working together is key to exceptional team performance at Rapport and everyone collaborates on projects. This means the experience in the programme is directly relevant to their working environment.
Closely aligned to every individuals’ goals
Each course module is closely aligned to every individuals’ Key Performance Indicators (KPIs), their goals and also support our clients’ contractual expectations. Effective leadership requires a broad range of skills, all of which are covered in the bespoke course, with different activities and challenges.
From active listening and communication skills to relationship building and the art of influencing. Public speaking and how to create a positive working environment all lead to the final module, ‘Steps to Success’.
The programme timing helps to make a lasting impact
Previous graduate, Andreas Zenkovitch shares his experience of the programme, “I was more of a doer than a planner and I developed some great writing tools and learnt how to identify and measure ‘smart objectives’. It was a challenging course but it came at the right time for me as I’ve been promoted twice since successfully completing it.”
By far the biggest challenge is the final presentation that each attendee creates about their own unique journey, the impact it has had on their leadership style and the next steps in their career development. Each person presents their story to fellow group members, managers, clients and even our inspirational Managing Director, Greg Mace.
Andreas recalls his apprehension prior to that big day, “Fortunately the programme really helped me with the preparation process and by utilising the tools it went really well in the end. I was a buddy on the next programme and able to give lots of tips for the final presentation.”
Celebrating success every November
It’s an integral part of the Rapport culture to recognise and reward our people for going the extra mile and on completing the course, so all graduates are invited to attend the annual Rapport Graduation Ceremony each November.
Greg Mace awards certificates and many of our clients support our graduates by also attending.
Since the initial launch of the programme, our people have achieved outstanding results. Previous graduate, Loredana Ganea, joined on her third week into a new frontline position and first leadership role. The timing was perfect for Lori who says, “Being new to leadership, the programme gave me the tools to help me develop my team and I was able to immediately implement what I learnt into my daily work.’’
Attendees are more likely to be promoted to a new role
Within three months and still on the programme, Lori was promoted to a Senior Guest Services Coordinator at another Rapport client. Asked about some key learnings that helped her career progression, Lori said, “A really important element for me was learning how to adapt the same message to different people and sharing this with my team. I’ve been able to improve operations and create a positive work environment by helping my team communicate with each other better.”
Join this inspirational programme and take your career to the next level
This programme equips people in supervisory roles to manage their teams more effectively, enabling them to provide the highest level of award winning service in our industry. It also creates a talent pipeline for the most accomplished to become Rapport’s Inspirational Leaders of the future.
As announced by The Caterer and Hotelkeeper and PurpleCubed at the special annual HR Forum event held on Tuesday, 24 April 2018 at the prestigious Hilton Park Lane.
The reasons why the company has achieved this are clear.
Working with a team that respects each other is the priority rated highest by employees and 90% of those surveyed at Rapport agreed that this is true of their workplace.
In the last year, Rapport has continued to invest in their people by showing that it takes mental health seriously. The company introduced a wellbeing ambassador to raise awareness for this serious issue and they have encouraged colleagues to have open conversations.
The company demonstrates a strong commitment to career development for all, regardless of their position, by introducing a dedicated business coach in 2016 followed by leadership coaching masterclasses. 90% of last year’s internal development programme graduates have already been promoted and on their way to developing a strong career.
To ensure that every guest experience is unique, the Rapport Academy training programme provides all employees with the tools to provide an outstanding level of service with courses in diversity, disability, protocol awareness and even sign language.
No wonder over 85% of employees state they are very proud to work for Rapport.
Greg Mace, Managing Director of Rapport Guest Services says “We were really thrilled to be recognised once again as one of the Top 30 Best Places to Work in Hospitality. This is Rapport’s 5th year of recognition and each year we take on board the feedback from our team and implement changes so that we can continue to make Rapport an even better place to work. To have our employees feeling so proud to work for us not only helps with staff retention but also means our team recommend their great friends to join us.”
We are always looking for exceptional people to join us.
Pictured left to right from Rapport are Gary Acheson, Head of HR and Learning, Greg Mace, Managing Director and Jane Sunley, Founder & Chairman, Purple Cubed
Jo Harley, Managing Director of Purple Cubed adds:
”As one of only three organisations to be featured in the Top 30 Best Places to Work in Hospitality for five consecutive years it’s obvious that Greg and the team are placing their people strategy firmly at the top of the business agenda. It’s encouraging to see a company so dedicated to attracting, developing and retaining talented people and, as the survey outcomes highlight, Rapport is clearly a great place to work and an employer of choice for anyone considering a career in our industry”
Following recognition at Rapport’s Excellence Awards for his charity work, we are delighted to announce that Cesar Mendez, one of our Rapport Ambassadors at our HSBC account and a great charity volunteer, has been named the winner of the HSBC ‘Global Champion of the Year’ Award in recognition of his contributions to the HSBC Water Programme.
The HSBC Water Programme is an eight-year $150 million global programme, which aims to protect water sources and the ecosystems that they support, inform and educate communities in need, and enable people to prosper across the world.
Cesar’s achievement was announced during the HSBC Water Programme 2018 Awards Ceremony. This award is in recognition of the inspiration Cesar provides his colleagues in terms of volunteering and fundraising.
As the award winner, Cesar will be going to India with HSBC colleagues to visit some of the places that are being supported by Water Aid, a charity Cesar has supported on several occasions before.
This is another fantastic accolade for Cesar as he champions volunteering and charity work in both HSBC and Rapport.
Next stop for Cesar is 7 marathons on 7 continents. Follow his journey and support him HERE.
It is a special day to recognise and appreciate all the duties that telephonists (and other call services professionals) do for an organisation.
March 10th is the anniversary of the very first telephone call made by Alexander Graham Bell in 1876, and this year we marked the event on Friday, 9th March and Saturday, 10th March.
Each of our Call Services team members received a gift and our team in Leeds attended Deaf Awareness training, specifically designed for dealing with guests with hearing difficulties over the telephone. On the Saturday we also hosted a special Switchboard training session with our team at Bank of America Merrill Lynch.
We are always impressed by the wonderful initiatives that take place in our business during the day, as well as the fantastic entries to the national competitions hosted.
As part of our drive for National Telephonists’ Day, Rapport continues to support the charity Action on Hearing Loss, the Royal National Institute helping people confronting deafness, tinnitus and hearing loss to live the life they choose.
Our team at Arthur J Gallagher celebrating NTD
Natalie O’Dalaigh, Rapport’s Training and Engagement Manager commented:
“our fifth National Telephonists’ Day event was a great success and it was fantastic to see our teams get involved with innovative on site activities and the bespoke training delivered in conjunction with the event. The Deaf Awareness for Call Services course run by our charity partners Action on Hearing Loss was very well received by the teams, who said it gave them confidence in dealing with callers with particular needs. I was delighted to welcome the whole of the Camberley team for an interactive full day telephone training workshop on Saturday, 10th March, who enjoyed and benefitted from the practical group working activities”
Pictured above are our fantastic Call Services Team from Bank of America Merrill Lynch